At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you.

In 2014 Carrum reinvented the Center of Excellence (CoE) category in digital health. We are the only company in this space with a digital platform and mobile app powering this novel marketplace. Today, most of the US population lives within a 3 hours driving distance of a Carrum CoE and our providers rank in the top 10% nationally. Our team's execution has been recognized by the venture community and we've raised more than $50M in aggregate from investors like Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

Carrum Health is a next-generation digital health company pushing value-based care forward, and the Provider Account Manager will play a critical role in our success. Our network of high-quality Center of Excellence providers is expanding at a rapid pace and the Provider Operations role is vital to our mission to improve patient experience and outcomes by changing the way health care is delivered and paid for. Our Centers of Excellence are at the core of our two-sided healthcare marketplace and this team leads the charge.

Reporting to the Director, Provider Account Management, you will be directly responsible for interfacing with our Center of Excellence providers. You will manage the implementation process for bringing new providers onto the Carrum platform for a range of bundled services, including total joint repair, spinal surgery, oncology, and bariatric services, among others. Your ability to manage a smooth implementation process from contract signature to "go live" for Carrum members is key to the ongoing success of our provider partnerships. You will also play a key role in supporting the Director, Provider Account Management in ongoing account management operations after implementation. This part of the role includes directly working with the front-line clinical, administrative, and operational teams at our providers and collaborating with internal Carrum teams, including the patient care, finance, and customer success teams. You'll be responsible for managing all aspects of provider operations, including developing KPIs, tracking and reporting outcomes for individual providers, troubleshooting and escalation management, and ongoing relationship management at more senior levels of our provider partners. Your experience and success at other healthcare startups, provider organizations, consultancies, or strategic research firms has given you a deep understanding of how to make provider relationships successful and you're looking to apply your detail-oriented and organized professional skill set to a new challenge in a high-energy environment with growth potential.

You're excited about this opportunity because you will...

• Oversee and manage the entire implementation process for onboarding new providers to the Carrum platform, including orienting providers to the Carrum model, tracking and collecting necessary information for internal teams, building functionality with providers to interface with Carrum, and developing the provider relationship beyond contract signature into operational reality
• Work 1:1 with our providers on a daily basis to independently solve problems, respond to their needs, and ensure smooth ongoing operations
• Collaborate with internal Carrum teams, including working closely with the patient care team as members receive services at providers, managing billing and invoicing with the finance team, and coordinating with the customer success team to address the needs of our self-insured employer customers as they relate to our provider partners
• Develop and implement workflows and process enhancements for all aspects of provider implementation and operations
• Contribute in significant ways to the ongoing maintenance, management, and enhancement of provider accounts alongside the Director, Provider Account Management
• Assess and resolve any escalations from our provider partners and assist in problem solving for any escalations involving patients or customers
• Collaborate with executive leadership to enhance the provider product offering
• Support sales activities through RFP responses
• Apply clinical knowledge and detail-oriented mindset to solve problems and be a trusted internal and external resource
• Lead joint operations committee (JOC) meetings with providers alongside monthly, weekly, and ad-hoc check ins

We're excited about you because…

You're detail-oriented, highly organized, and have an unrelenting commitment to excellence in all aspects of your professional performance. You are passionate about value-based care and changing health care and want to apply your skillset in a new environment to help us grow and scale at a key inflection point of our growth. You have impeccable professionalism and a deep understanding of health care and how to work with providers successfully over a significant length of time. We also hope to see from you:

• 5 years of experience in roles that work with providers, ideally major hospitals and health systems, but also physician group practices, regional health care providers, and/or ambulatory surgery centers
• Familiarity with a variety of health care topics, including elective surgeries, billing and invoicing, DRG and CPT codes, clinical insight into different service lines, and the different operational and organizational models of health care providers
• Knowledge of self-funded employer health plans, direct-to-employer contracting, and bundled payments a major plus
• Excellent professionalism and experience in interacting with all levels of a health care provider, from front-line clinical, administrative, and finance stakeholders through to more senior (VP and beyond) stakeholders; outstanding verbal and written communication skills a must
• Detail-oriented, meticulous, and highly organized professional skillset
• Ability to manage multiple competing priorities at the same time and keep many balls in the air without sacrificing performance
• A positive attitude and spirit of generosity to go above and beyond for our provider partners, our members, our customers, and your internal colleagues
• Ability to appropriately handle confidential information and adhere to HIPAA requirements
• Passion for health care and the desire to make a real impact in the industry
• Proven track record in career growth and leadership opportunities
• Data-driven and analytical skills: able to effectively analyze and communicate data to drive high-value, actionable insights
• An entrepreneurial spirit, creative problem solving, and innovative thinking
• A natural self-starter who is comfortable working independently
• A desire to work in a start-up environment and an "all hands on deck" attitude to contribute to our success
• Ability to travel 25% (post-pandemic)

Why you'll love working with us...

• We're a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You'll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
• We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include Walgreens, US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine.
• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same.
• We carve out time to let go of work to celebrate our successes and have fun. We're all working remotely right now, but prior to the pandemic a few of the monthly activities we enjoyed included group dinners, bowling, and hiking. Now we bring the fun online with holiday costume contests, arts and crafts activities, musical events, weekly meditations, and gratitude sessions.
• You'll feel proud that the work you do each day directly impacts people's lives in big and meaningful ways.